Customer Support Representative

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iDeals

πŸ“Remote - Colombia

Summary

Join Ideals, a global B2B SaaS company, as a remote Customer Support Representative based in Colombia. You will provide exceptional customer support via chat, email, and calls, focusing on delivering prompt and effective solutions. This role offers a clear path for professional development and involves collaborating with various teams. You will maintain a high customer satisfaction score and ensure client information confidentiality. The position is full-time, with rotating shifts and two weekend shifts per month. Ideals offers a comprehensive benefits package, including a remote-first model, home office setup budget, wellness programs, and professional development opportunities.

Requirements

  • At least 2 years of proven experience in a remote Customer Support role
  • Fluency in English and Spanish (C1 level) with exceptional verbal and written communication skills
  • Strong analytical and problem-solving skills, with a meticulous attention to detail
  • Demonstrated ability to take ownership of tasks and work independently
  • Strong customer-centric mindset

Responsibilities

  • Provide non-high-volume but exceptional customer support via chats & emails (90%), and calls (10%) - around 100 requests per month
  • Maintain a Customer Satisfaction score of 90%+ by delivering prompt, empathetic, and effective solutions
  • Proactively stay informed about product updates and process changes
  • Ensure strict confidentiality of client information following the company’s security policy
  • Collaborate with Engineering and Product teams to escalate and resolve complex customer issues
  • Support internal teams (Accounting, Customer Success, etc.) by completing assigned tasks

Preferred Qualifications

  • Experience of providing customer support to B2B clients
  • Experience in collaboration with international teams

Benefits

  • Remote-first model with teams distributed globally
  • Home office set up budget
  • High-end laptop, monitor and any additional IT equipment needed
  • Reimbursement of co-working space expenses
  • Compensation for sports, yoga, mental, and other health and wellness-related activities
  • Reimbursement of participation in sports competitions
  • Unlimited health-related time off
  • Individual Development Plan based on your career interests
  • Generous budget for learning and development activities
  • Professional and self-development books and subscriptions compensation
  • Ideals’ support of your passion as a speaker or writer
  • Internal growth and internal mobility opportunities
  • Team-building offline events
  • Budget for local gatherings in global locations
  • Generous internal referral program

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